TTR: Time to Resolution

What is TTR

TTR (Time to Resolution) is a metric used to measure the time required to resolve an issue, request, or incident from the moment it is reported until it is fully resolved. It reflects the efficiency and speed of support teams or incident resolution groups in IT infrastructure, production processes, or any area where rapid response to problems is critical.

TTR can be measured in hours, days, or even minutes depending on organizational standards. Minimizing TTR is a key goal for many companies because it directly impacts customer satisfaction and operational effectiveness. Reducing TTR can be achieved by improving request handling processes, automating workflows, training staff, and enhancing communication within teams.

Why Measure TTR

TTR evaluation serves several important purposes:

1. Measuring efficiency: It helps organizations assess how quickly and effectively they resolve issues or requests, critical not only in IT but across all sectors.
2. Improving customer satisfaction: Faster resolution leads to higher customer loyalty and lower churn.
3. Process optimization: Analyzing TTR data reveals bottlenecks and inefficiencies for streamlining workflows and increasing productivity.
4. Resource planning: Helps allocate workforce, technology, and training investments to meet resolution time goals.
5. Meeting SLA commitments: Ensures service delivery aligns with agreed response times.
6. Risk management and continuous improvement: Data-driven insights guide efforts to reduce resolution times and improve service reliability.

How to Calculate TTR

TTR is calculated as the difference between the time an issue or request was logged and the time it was fully resolved:

TTR = Time of Resolution − Time of Submission

• Time of Resolution: When the issue was completely fixed or the request fulfilled.
• Time of Submission: When the issue or request was initially recorded.

Key considerations:

1. Clear definition of “resolution”. Precisely define what constitutes a resolved issue to avoid calculation confusion.
2. Working vs. non-working hours. Decide whether to count total elapsed time or only business hours.
3. Handling delays not caused by support. Exclude waiting times outside the service team’s control, like awaiting client info, if company policy dictates.
4. Automation. Use incident management systems to automatically calculate TTR for accuracy and standardization.
5. Data aggregation and analysis. Aggregate TTR values (e.g., average monthly resolution time) to identify trends and improve processes.

Example Calculation

• Request submitted: April 2, 2024, 9:30 AM
• Issue resolved: April 3, 2024, 2:45 PM

Elapsed time: 1 day, 5 hours, 15 minutes = 29.25 hours total.

TTR for this request is 29.25 hours — just over one day from submission to full resolution.

General TTR Methodology

1. Define what counts as resolution.
2. Determine issue submission time.
3. Identify issue resolution time.
4. Account for exceptions or adjustments.
5. Calculate total resolution time.
6. Analyze data to find improvement opportunities.
7. Regularly track TTR by request type and report findings.
8. Incorporate TTR analysis in continuous improvement efforts.

What is a Normal TTR

Normal TTR varies widely based on industry, issue type, complexity, resources, customer expectations, and SLA terms. Examples:

• Critical IT incidents: Resolution targets often within a few hours (e.g., under 4 hours).
• Support requests: Resolution goals range from hours to several business days depending on priority and complexity.

A “normal” TTR should be realistic and achievable considering company resources and customer expectations. Setting and monitoring realistic targets with ongoing process improvements helps maintain high customer satisfaction and operational effectiveness.

How to Improve TTR

1. Automate request handling processes.
2. Optimize triage systems for rapid and accurate categorization and routing.
3. Develop self-service resources for users to resolve simple issues independently.
4. Train and upskill support teams to increase efficiency.
5. Enhance internal communication between teams and departments.
6. Use analytics and feedback to identify bottlenecks and monitor improvements.
7. Apply continuous improvement methodologies for systematic process optimization.
8. Integrate systems to ensure effective data sharing.
9. Implement proactive monitoring and issue prevention strategies.
10. Boost employee motivation and satisfaction to improve productivity.

Implementing these strategies requires a holistic approach and continuous evaluation but can significantly reduce response times, increase customer satisfaction, and optimize workflows.